Using CloudTalk with HubSpot

User level: Admin, Agent, Supervisor

---

​

Watch how it works

To see the CloudTalk + HubSpot integration in action, watch this short overview:

​

Calling from HubSpot

​

Make outbound calls

You can place outbound calls directly from HubSpot using CloudTalk CTI. You can start calls from:

• a contact record
• a deal record
• a company record

Keep in mind that if you call a number stored only on a company record, that call will not automatically log to the company’s contacts unless the same number is also saved on a contact. To make a call:

1. Open a contact, deal, or company.
2. Click the Call button.
3. Select the number you want to dial.
4. The CloudTalk widget opens and starts the call.
5. Complete your call and add notes or tags in the wrap-up.

After the call ends, the activity is automatically logged in HubSpot.

​

Use Click-to-Call

You can also start calls instantly using the Click-to-Call feature, which turns phone numbers in HubSpot into clickable links. Once enabled, any phone number in HubSpot (for example, on contact, deal, or company records) becomes clickable. This allows you to launch calls without opening the call dialog manually. To use Click-to-Call:

1. Hover over a phone number in HubSpot
2. Click the number.
3. The CloudTalk Phone will open and automatically start dialing.

Click-to-Call works across different areas of HubSpot where phone numbers are displayed, helping you speed up outbound calling and reduce manual steps. Make sure your browser and CloudTalk Phone are properly set up to support Click-to-Call functionality.

​

Call through HubSpot tasks and sequences

When you work through HubSpot Call tasks or a sequence queue, CloudTalk starts the next call as you move from task to task. You can choose how this works: have CloudTalk dial each contact automatically, or fill in the number first so you can review the contact and call when you’re ready. To choose your task-dialing behavior:

1. Open the CloudTalk CTI in HubSpot.
2. Go to Profile > HubSpot CTI Settings
   
3. Under When moving through tasks, select one of the options:
   • Fill in the number: moving to the next task fills the contact’s number into the dialpad, formatted and ready to dial. Review the contact, then start the call with one click.
   • Call automatically: moving to the next task starts the call right away. This is the default.

The setting applies per agent, so each member of your team can pick the option that fits their workflow.

​

Receive inbound calls

Inbound calls can ring in HubSpot CTI or in the CloudTalk app, depending on where the user is currently active. Calls follow your usual CloudTalk routing setup, so the right agent will still receive the call based on your number settings, ring groups, and availability. What to expect

• Incoming calls ring in the active CTI session
• You can answer the call directly in the widget
• After the call, you can complete the usual wrap-up steps, including notes, tags, and call rating

If your team mainly works from the CTI, it’s usually best to turn off Automatically pick up inbound calls in CloudTalk Phone settings. Otherwise, calls may be auto-answered in a tab that the user is not currently looking at, which can be confusing.

​

Multiple tabs behavior

If you have several HubSpot tabs open, only one of them can stay active for calling at a time. In practice, this means:

• inbound calls ring in the most recently active CTI-enabled tab
• if you place a call from an older tab, that tab becomes the active one
• if you move to a page that does not support CTI, your CloudTalk status changes to offline and you will not receive calls there

​

Example

• If you open Contact A, then Contact B, the next inbound call rings in Contact B.
• If you then place an outbound call from Contact A, the next inbound call rings in Contact A instead.

This is expected behavior.

​

Call logging and data exchange

​

Contact sync

• Contact sync is limited to specific fields and directions. Some fields sync both ways, while others sync only from CloudTalk to HubSpot.
• Contacts and their data (such as phone numbers and emails) are not deleted during sync, even if they are removed in HubSpot or CloudTalk.

​

New contact sync

CloudTalk contact field	Sync direction	HubSpot contact field
Full name*First word is used as first name	⬅➡	First name and last name
Phone numbers*Only first and second numbers are synced	⬅➡	Phone and mobile phone Primary and mobile numbers
Email*Only first email is synced	⬅➡	Email Primary email only
Company*Not linked to HubSpot company record	➡	Company name
Address	➡	Street address
City	➡	City
ZIP / Postal code	➡	Postal code
State	➡	State / region
Favorite agent*Only works if HubSpot contact owner email matches CloudTalk agent	⬅	Contact owner

​

When a contact is updated in HubSpot

These changes sync from HubSpot to CloudTalk:

​

How updates behave

• if a phone number is updated in HubSpot, CloudTalk adds the new number and keeps the old one
• if an email is updated in HubSpot, CloudTalk adds the new email and keeps the old one
• HubSpot contact owner updates the Favorite agent field in CloudTalk

​

When a contact is updated in CloudTalk

These changes sync from CloudTalk to HubSpot:

​

How updates behave

• editing the first phone number in CloudTalk updates the primary number in HubSpot
• editing the first email in CloudTalk updates the primary email in HubSpot
• updating Favorite agent in CloudTalk does not change the HubSpot contact owner

​

Call logging and export

Calls are logged in HubSpot as activities. Depending on your setup, calls can be added to:

• the contact
• companies linked to the contact, based on the Strategy for logging calls/SMS to HubSpot companies setting (Do not log to a company / Log to primary company / Log to all companies)
• deals, based on CloudTalk integration settings
• tickets, based on CloudTalk integration settings

​

What the call activity includes

Call activities can include:

• agent name
• customer number
• CloudTalk number
• call duration
• wait time
• call date
• notes
• tags
• recording link
• link to the customer in CloudTalk

If notes or tags are added later, they appear in the same activity entry as the original wrap-up notes and tags.

​

Missed call assignment

Missed calls are assigned differently depending on the call type.

• Outbound no answer calls These are assigned to the agent who placed the call.
• Inbound voicemail and inbound missed calls These are assigned to the owner of the contact. For this to work properly, the CloudTalk agent must have the same email address as their HubSpot user. If no matching user is found, the call is assigned to the HubSpot admin user. You can also override this behavior in CloudTalk by choosing a specific HubSpot user in the Assign missed calls to… setting.

• Unassociated calls If a call comes from or goes to a number that is not matched with a HubSpot contact, the result depends on your integration settings. If Create new contacts in HubSpot for unassociated call numbers is enabled, HubSpot creates a new contact using the phone number. If this setting is disabled, the call is not linked automatically and needs to be logged manually.

​

AI Conversation Intelligence

If Conversation Intelligence is enabled, additional AI-generated insights are included in the call activity in HubSpot. Call activities include:

• AI Call Summary
  A short summary of what was discussed during the call
• AI Call Sentiment
  Indicates whether the conversation was positive, neutral, or negative
• AI Call Topics
  Highlights key topics detected during the call

​

SMS logging

SMS messages are logged in HubSpot as notes. Depending on your setup, SMS logs can be added to:

• the contact
• companies linked to the contact, based on the Strategy for logging calls/SMS to HubSpot companies setting (Do not log to a company / Log to primary company / Log to all companies)
• deals, based on CloudTalk integration settings
• tickets, based on CloudTalk integration settings

​

What the SMS log includes

SMS activities include:

• message direction
• agent name
• from number
• to number
• message text

Both inbound and outbound SMS messages are supported.

---

Need help or have a question? Just reach out through our Support portal — we’re here for you.